Create and edit agents

An agent is the voice on the phone: it has a goal, a language and a voice, asks your questions and only calls within your call hours. You create it once under Funnelforms → AI Phone Agent and then link it in as many forms as you like. This article explains every setting of the agent.

Requirements

• Funnelforms Pro. This feature is not included in Funnelforms Free.
• Funnelforms Pro 5.0.8 or newer.
• You have the right to change the settings.
• ElevenLabs is connected, as described in Set up the AI Phone Agent. You can save an agent without a number; it calls once it has one.

Where to find it

Funnelforms → AI Phone Agent, list Agents:

• You create a new agent with New agent (the first one with Create agent in the card Set up in four steps).
• You change an existing agent with Edit in its row.
• Test call in the row calls you right away with this agent.

Features at a glance

• Name and goal: four goals, each with its own starting texts.
• Appointments: for the goal Make an appointment, the appointment type the agent books into.
• Language and voice: 23 languages, the voices of your ElevenLabs account with a sample.
• How the agent introduces itself: company name and greeting.
• Prompt notes: rules, tone, how to address people, what the agent may say about you and what never.
• What the agent asks: up to 8 questions, each one lands as its own line in the entry.
• When it calls: number, time zone, country of the leads, days, hours, waiting time, retries.
• If the lead wants to talk to a person: transfer to your number.
• After the call: lead stage, transcript, further instructions, daily limit.
• On the right of the window, the preview How the call goes and Written to the entry.

Step-by-step guide

1. Open Funnelforms → AI Phone Agent and click New agent.
2. Under Name and goal, enter a Name (at most 80 characters). It only helps you find the agent in forms.
3. Under What should the call reach? choose one of the four goals.
4. Under Language and voice, choose the Language of the call.
5. Choose a Voice. The list first shows the voices of the chosen language, "Good for calls" on top. With Listen you play a sample.
6. Under How the agent introduces itself, check the Company name. If the field is empty, the agent names the title of your website.
7. Adjust the Greeting. It comes right after the sentence "Hello, this is the AI assistant of …".
8. Under Prompt notes, write in Notes for the agent, in your words, what you offer, how the agent should speak and address people, and what it must never say or do. An empty field shows an example.
9. Under What the agent asks, change the questions, remove some with Remove or add more with Add question.
10. Under When it calls, choose the number in Calls from the number, if needed a Time zone and a Country of the leads, then the Days and the times From and Until.
11. In First call, choose how long after sending the agent calls, and in If nobody answers, how often it tries again.
12. If needed, enter a number in Connect with this number under If the lead wants to talk to a person.
13. Under After the call, choose a lead stage and whether to save the whole conversation.
14. Click Create agent (for an existing agent Save). A new agent then opens the test call right away.

Explanations

Which goal fits?

Each goal brings a fitting greeting and fitting questions, in German, English, French, Spanish and Italian; other languages start with English texts. When you switch goal or language, the texts only change as long as you have not edited them. Whether the goal was reached is judged by ElevenLabs after the call. How the agent books appointments is explained in Book appointments in the call.

How does the agent sound?

The Voice list shows the voices of your ElevenLabs account. Voices that ElevenLabs does not allow for agents are left out. With the filters you switch between the voices of the language and All voices, narrow down with Female and Male, and from nine voices on there is a search. Standard voice leaves the choice to ElevenLabs. If your account has no voice for the language, Open voice library opens the library of ElevenLabs. Every voice speaks every language, but a voice of the language sounds more natural.

What does the agent say first?

Every call starts with a fixed sentence, for example "Hello, this is the AI assistant of Example Ltd.", followed by your Greeting (at most 500 characters). You cannot change or switch off the sentence, because the people called must know that an AI is speaking. The sentence comes in the language of the call in 14 languages. For Greek, Hungarian, Romanian, Russian, Japanese, Korean, Chinese, Indonesian and Vietnamese the agent says it in English.

What are the prompt notes for?

The section Prompt notes has one field, Notes for the agent (at most 4,000 characters). Write it as you would brief a new colleague: what you offer, whether the agent addresses people formally, which tone fits, what it may say about you and what never, for example "Never name prices; offer a callback by our team instead." The agent follows these notes in every call. The fixed rules always come first: the sentence about the AI assistant at the start, the consent and the call hours.

How does the agent ask its questions?

Each question has two fields: Question 1, Question 2 and so on is the short name as it should appear in the entry (for example "Budget", at most 80 characters). What exactly to find out tells the agent what it wants to know (for example "Rough amount the person wants to spend", at most 300 characters). The agent asks one thing at a time and leaves out what the form already answers. In addition it always notes how interested the lead is, notes, a preferred time for a call back and, for the goal Make an appointment, the appointment.

When does the agent call?

• Days, From and Until apply in the agent's Time zone. Empty means Time zone of the website (WordPress: Settings → General). Call backs and the time the agent knows in the call go by the same time zone. The default is Monday to Friday, 09:00 to 19:00.
• Country of the leads applies to numbers typed without a country code, for example 0152 …: the agent calls them in this country. Empty means Country of the form’s language. More in Link the AI Phone Agent in a form.
• A call starts no later than five minutes before the window closes. Leads who send the form at night are called the next morning.
• First call: Right away or after 1, 2, 5, 10, 15, 30 or 60 minutes. The default is 2 minutes.
• If nobody answers: Do not call again, Try once more or up to 3 more times (default: 2). Next try after 30 minutes, 1, 2, 4 or 24 hours (default: 1 hour).
• A voicemail counts as not answered: the agent hangs up without a message.
• If the lead has no time and names another day and time, the agent calls again then, within the call hours.
• A conversation lasts at most 10 minutes.

What happens when the call is transferred?

If you enter a number with the country code in Connect with this number, for example +49 30 1234567, the agent connects the call to it when the lead wants to talk to your team right away. It announces this first. Without a number the agent does not offer a transfer.

What do you set under "After the call"?

• Move the lead to this stage when the goal is reached: for example "Contacted". With Leave the stage as it is nothing changes.
• Save the whole conversation in the entry: otherwise the entry gets the summary and the answers only.
• More settings opens two fields: Further instructions (optional, in your words, for example "Never name prices. Offer a callback by our team instead.") and Calls per day at most (10 to 1000, default 50). Above the limit, calls wait for the next window.

What does the list of agents show?

Each row shows name, call hours, goal, language, voice and number. Ready means the agent can call. Not ready names the reason: "Choose the number it calls from." or "Not set up in ElevenLabs yet: save it again."

How do I delete an agent?

Open the agent with Edit, click Delete and confirm with Delete agent. Forms that use it stop calling. In the form, the action then shows "Deleted agent".

Best practices

• Phrase What exactly to find out the way you would explain it to a new colleague on the phone.
• In the Prompt notes, only write what the agent may say, and name clearly what it must never say, such as prices or firm promises.
• Create separate agents for very different offers. For similar forms one agent is enough; what makes each form special is set in the action in the form.
• Listen to a Test call after every change to greeting or questions.

Troubleshooting

Tips

• With Change key you can connect another ElevenLabs account. Funnelforms then sets up your agents again in that account.
• The preview on the right shows as you type how the call starts and what lands in the entry.
• A new agent takes the title of your website for Company name (WordPress: Settings → General).

FAQ

How many questions can an agent ask? Up to 8. It always notes interest and notes in addition.

Can I use one agent in several forms? Yes. In each form, About this form tells the agent what that form is about.

Does the test call also ring outside the call hours? Yes. The test call goes out right away and acts as if you had just sent a form.

Does a change to the agent apply to all forms right away? Yes. After Save, every new call uses the new settings.

Related articles

• Set up the AI Phone Agent
• Book appointments in the call
• Call results in the entry